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Response rate remains issue for new 'friends and family' test

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NHS trusts have continued to struggle to gather responses to the friends and family test from accident and emergency patients, the latest tranche of data has revealed.

Across inpatient and A&E settings, 16% of patients undertook the new patient satisfaction survey in July - above NHS England’s 15% minimum requirement. However, only 10 per cent of A&E patients completed the test.

The overall response rate was bolstered by a 28% collection rate in inpatient settings.

A wide variation of response rates remains evident between trusts.

There are some correlations with data for the first three months of the test. The top five trusts on the inpatient score based on the July data are all specialist hospitals - as they were in previous months.

The Royal National Hospital for Rheumatic Diseases Foundation Trust topped the pile, scoring 100, while Robert Jones and Agnes Hunt Orthopaedic Hospital Foundation Trust and the Royal Marsden Foundation Trust also scored highly (see attached table, right).

Barking, Havering and Redbridge University Hospitals Trust came bottom, as it did in the last set of data released, scoring 39, on a response rate of 49%.

The Royal Free London Foundation Trust, Lewisham Healthcare Trust, Royal Liverpool and Broadgreen University Hospitals Trust and Wirral University Teaching Hospital Foundation Trust make up the rest of the bottom five on inpatient score.     

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Readers' comments (1)

  • George Kuchanny

    Barking, Havering and Redbridge University Hospitals Trust came bottom.

    No surprise there. May be attributable to a general apathy in the people using the service. Inured by previous experience to expect nothing much and get even less? Or is it early onset of something caused by living 'The only way is Essex' lifestyles?

    This is very low importance thank goodness, if I were in A&E the last thing I would want to do is fill in a form as I bled horribly or gasped for air.

    But this Trust also fails spectacularly at much more important tasks. A Trust to avoid if you are pregnant or in need intensive care.

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